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User Experience Analyst - ServiceNow

  • Job reference: CS-002318
  • Sector: Support Services
  • Location: United Kingdom
Atkins has defined a ‘One Atkins 2020’ organisational strategy. To support this strategy, Group IS has an operating model for 2020 to revolutionise the way IS is provided to the organisation, moving from a BAU focus to a business value-driven organisation. Key concepts include migrating to digital products, adopting agile across the organisation, leveraging cloud services, and supporting bid and delivery work.

Purpose of the team/role
Group IS has a 2020 Vision and world-class enterprise service management is key to its success. User self-help, automation and fix-once ideologies are at the centre of this vision.

The User Experience Analyst (WMS) will proactively promote and develop the user self-help services available within the Group IS Work Management System, ServiceNow, which is badged as My IT. The scope of the role covers various aspects of information management for the Global Services team, the rest of Group IS and, importantly, the business.

This role reports to the Global Services User Experience Manager and will be a member of the WMS User Experience team.

Key deliverables/responsibilities
• Maintain and develop the My IT Service Catalogue
o Collaborate closely with the WMS Enhancement & Integration Administrators and Analysts as well as the global My IT delivery and enhancement programme
o Regularly review the Catalogue, with a focus on increased self service, automation and user profiling and strengthened links with the Automation and User Provisioning teams
o Administer and develop the contents of the Catalogue so it is current, relevant and profiled to the needs of the business.  It is the only element of the service portfolio published to customers, and supports the selection and delivery of IT services.  The Catalogue includes information about deliverables - including SLAs, prices, contact points, ordering and request processes – which requires ongoing and regular maintenance
o Work and build relationships with the business and regional IT Service Managers to support this

• Own the content lifecycle of the self-help Group IS Knowledgebase service
o Administer and develop the Knowledgebase, and ensure sharing of information
o Strengthen the links between knowledge and information systems; improve integration between information systems and the organisation; and facilitate seamless exchange of information.  This includes external benchmarking and the evaluation of programmes and opportunities
o Improve the technical quality, and raise the technical authoring standards and language of, customer-facing articlesWork and build relationships with the business and regional IT Service Managers to support this

• ‘Evangelise’ My IT
o Organise and promote knowledge-sharing events such as Tech Bars and lunch and learn sessions; engage with regional service management; and own My IT-related feedback and improvement suggestions provided by users
o Build network of key contacts within Group IS and the EDPM business to ensure My IT development is in line with user requirements and that knowledge and understanding is driven down to the business
o Develop and deliver My IT marketing strategy

• Deliver self service/level 0 improvements and roadmap developments, with reference to ‘bots’, other emerging technologies and automated processes

• Develop customer-focused system and workflow improvements such as an online incident logging process to support automated ticket dispatch with drop down user options, revised workflows and impact/urgency evaluation, and collection of user information

Experience required 
Essential: 
ITIL v3 Foundation 
Demonstable experience of ITIL Service Management principles and processes 
Experience of working in a large, multinational and multi-cultural organisation and good knowledge of its operations and business tools 
Familiar with developing and delivering knowledge sharing programs 
Establishment of effective working relationships within and outside the organization 
Used to working in a fast-moving and -changing large enterprise IT environment 
Strong business focus and stakeholder engagement skills 
Experience of IS work management systems 

Desirable: 
ITIL v3 Service Operation or Continual Service Improvement

Competencies specific to this role (if different to the behavioural competencies below) 
Communication, teamwork, collaboration and relationship-building at all levels, across organisational and cultural boundaries 
Close attention to detail, proven ability to produce high quality deliverables for all levels of audience
Customer/user orientation 
Determined, proactive and results-driven 
Learning and knowledge sharing 
Analytical thinker, requirements-focused, questioning and decisive  
Superior language skills, taking into account the information needs of a global audience

Behavioral competencies 
We’re bold… 
• We use our curiosity, innovation and creativity to solve problems in cool ways 
We’re proactive… 
• We seek out opportunities, and really listen to our customers’ problems 
• We work together in a dynamic and agile way to make change happen quickly 
We’re experimenters … 
• We’re not afraid to try different ways of doing things 
• We’re champions for new ideas and tools 
We're trusted... 
• Building close, trusted partnerships really matters to us 
• We share our knowledge and work in a collaborative ways, joining together for the best results

Rewards and benefits: 
Atkins offers a fantastic range of benefits, which you can tailor to suit your own health, wellbeing, financial and lifestyle choices. 
All the information you need to know is available on our dedicated benefits portal; your reward, which is available to access 24/7 from any device: http://www.yourrewardatkins.com

Security Clearance: 
This role may require security clearance and offers of employment will be dependent on obtaining the relevant level of clearance. If this is necessary it will be discussed with you at interview.

If applying to this role please do not make reference to (in conversation) or include in your application or CV, details of any current or previously held security clearance.

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